Play Message And Then Hold Music Until Call Is Answered

[graphitas]

I want to create a script that will pick up the incoming call, play them a message and then play hold music until someone picks up the incoming call.

 

Currently the call comes into a receptionist, if she doesn't answer in 10 seconds, the call heads off to a group of 4 people who ring simultaneously for 15 seconds and if they don't answer it will then ring a second group of 10 people.

 

What we are finding is that there are times when a caller will hear just ringing for 30 or so seconds will someone eventually picks up the call.

 

So the desired plan is that the caller hears a short message "thanks for calling, you're being transferred to the next available member of staff" and then hears hold music while the call does it's routing and is eventully picked up by someone.

 

I've tried "a simple SwyxWare call queue" but it only seems to put a call into the queue if the destination is busy as opposed to ringing.

 

Any help would be appreciated.

 

Steve

[Tom Wellige]

Hello Steve.

 

This can't be done using the GSE. The reason for this is, that the GSE checks if a call is on hold before either connecting it to a destination or playing a message. If the call is on hold it will automatically be activated. This means, the music on hold will be stopped, and in the case of a Connect To block the caller will then listen to the alert sound.

 

This is wanted behaviour, hard coded and can't be changed by using the standard GSE functionality. This includes all GSE blocks like Connect To, Play Announcement and all queue blocks.

 

You can however use the Server Script API to put a call on hold, wait for a destination to become available and then connect the call. Without activating the call before calling the connect to functionality on the Server Script API the caller will listen to music on hold until the destination finally takes the call.

 

But this come with some VBScript programming and requires some knowledge of the call routing internals and the GSE.

[Remco]

Hello Steve,

 

It can be done. Our iQueue solution does this. It can also be scripted using the GSE (that is exacly what iQueue does) but it is very difficult to do. The trick is that you play a message. that put the call On Hold, and use the same holdfile when using the various ConnectTo Blocks in the setting "Alert Sound".

 

Regards,

 

Remco Eikhout

[big_D]

We have something similar. In our case, instead of hold music, the telephone rings internally, but the caller hears music / a message.

 

We also have a queue, but in the first instance the telephone rings, but instead of hearing the normal ringing tone, we have set the ringing to the .WAV file that we want the caller to hear. Works a treat.

 

In GSE, use the "Durchstellen" block (Transfer to?), sorry, I have a German installation. In the Parameter (Properties?) tab in the middle you have ringing tone and here you can use the standard tone or use a sound file.

 

Edit: You could use this to let it "ring" for the length of the text you want them to hear, then drop into the queue.